Disputes Resolution Process
Guide to lodging a complaint
At OrbitProtect, we aim to provide you with excellent customer service. However, if you feel we’ve let you down, then firstly we sincerely apologise. We want to reassure you we’re committed to doing our best to make things right. If however, you feel that your enquiry has not been handled correctly and you would like to lodge a complaint, below explains how you can do this.
Notify us of the issue
The first step for you to do is to outline what has happened and include any supporting documentation that will help us properly consider the matter.
Phone: 0800 478 833
Post: Customer Relations
PO Box 2011
Once your complaint is received, we will consider the facts and respond to you within 15 business days provided we have all the information we require. If we need more information or more time to investigate and respond appropriately to the issue, we will contact you.
If you are not satisfied with our response, please tell us. We will undertake an independent review of the matter. This may be conducted by our Customer Relations Officer or referred to the Dispute Resolution Officer or our Underwriter. Provided we have the information we need; we will advise you of the outcome of this review and detail the reasons for our decision within 15 business days.
Our final review and conclusion will be provided to you within 45 days from the date you first lodged the complaint.
OrbitProtect adheres to the Fair Insurance Code.
The Insurance and Financial Services Ombudsman
Our procedures have been developed to deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision, you can choose to have the matter reviewed independently by the Insurance and Financial Services Ombudsman (IFSO). Its services are free to you, and as a member, we agree to accept their decision. You have up to 3 months to contact IFSO after our final decision.
Insurance & Financial Services Ombudsman
Call: 0800 888 202
Address: PO Box 10-845 Wellington 6143
Please note: when processing travel insurance claims, OrbitProtect acts as an agent of the Insurer.